To help teams track operational efficiency, identify bottlenecks, and measure agent performance, BusinessChat provides specialized analytics dashboards. Rather than mixing all data into a single view, reporting is split into three category‑specific surfaces: Tickets, Tasks, and Incidents.
Note: most work items reports charts have a drill-in feature that allows you to see the tickets, tasks, or incidents behind the data.
1. Tickets Reports Dashboard
The Tickets report dashboard operates independently from Tasks and Incidents. It relies on a global filter bar at the top of the page featuring four primary filter chips:
Ticket Type: Filter data by all types or scope to a single workspace type (e.g., E‑Commerce Returns).
Date Range: Toggle preset intervals (7/30/90 days, This Month, Year to Date) or set a custom window. Snapshot metrics (like current open queues) ignore this filter and always show "now".
Compare To: Compare the metric from the active range to a previous period to calculate delta changes. When active, this drives delta indicators on KPI cards and an overlay line on timelines. Vital: enable the "vs previous period" option from the calendar chip to see the comparison.
Tag: Drill down into tickets carrying specific tracking labels.
💡 Design Note: There is no Team filter in the global bar. Cross‑team ticket handoffs make global team filters ambiguous, so the team dimension is instead integrated directly into group‑by controls on individual panels.
The Ticket dashboard is organized across five distinct sub‑tabs:
A. Overview Tab
Overall Performance: KPI Cards
Open: Snapshot of open tickets during the selcted date range .
Resolved: Count of tickets that transitioned to Resolved within the date range. Counts the last resolution in the period (if reopened and re‑resolved, counts once).
Reopen Rate: (Reopens ÷ Resolved) × 100. Numerator: Resolved → not‑Resolved transitions in the period. Denominator: resolutions in the period.
Median TTR: Median of Time‑to‑Resolve (TTR) across tickets resolved in the period. TTR is the elapsed time from creation to Resolved transition, minus paused time (Waiting on Customer), respecting business hours config.
CSAT: Average CSAT score for tickets resolved in the period that received a customer response (scale 1–5). Tickets without a CSAT trigger or without a response are excluded from the average.
Volume Over Time
A line chart plotting Created vs. Resolved volume per bucket (day/week/month auto‑selected by date range length). A dashed grey overlay line shows the previous period's data when comparison is active.
Aging Open Tickets
A color‑graded snapshot ranking currently open tickets by age (`< 1 day, 1–3 days, 3–7 days, 7–30 days, > 30 days`). It triggers a Smart Insight callout if items linger past 30 days, identifying the stale team or assignee.
B. SLA Tab
Final SLA Status Over Time: A stacked bar chart visualizing resolved cohorts by their terminal SLA outcome: Achieved (green), Failed (red), or No SLA (grey). A smart insight callout summarizes the trend (e.g., "Achievement rate improved from 75% to 88%").
Active SLA State Distribution: A snapshot donut chart bucketing current open items into risk tiers: Low Risk (>25% time left), Moderate Risk (≤25% left), High Risk (≤10% left), Breached, Paused (Waiting on Customer), and No SLA.
Time‑in‑Status (Where Time Leaks): A diagnostic single‑bar visualization displaying proportional time spent in Submitted, In Progress, and Waiting on Customer stages. When a specific ticket type is selected globally, this view unrolls into an exhaustive sub‑status breakdown, highlighting the slowest internal status in red.
C. Quality Tab
Tracks Reopen Rate Over Time against a standard 5% workspace target line.
Tracks CSAT Over Time against a standard 4.5 workspace score target line.
Both charts include smart insight callouts summarizing trend direction relative to the target.
D. Performance Tab
Features a top‑level User/Team toggle that flips the entire tab between individual and department metrics.
Three‑Lens Panels (Ownership / Effort / Assignments)
Ownership: Count of tickets where the user/team was the assignee at the moment of the Resolved transition (outcome attribution).
Effort: Sum of active hours owned—aggregates contiguous intervals where an assignee held a ticket inside an In Progress sub‑status, respecting business hours and excluding paused/terminal states.
Assignments: Total count of assignment events (initial round‑robin, manual, sticky re‑routing) targeting the user/team. High assignment counts per ticket surface reassignment friction.
2. Current open assignments
This offers a snapshot of tickets currently assigned to each user/team, excluding those in a Resolved or Cancelled state. This view ignores the date range.
3. User Performance – Combined View
The primary table on the Performance tab merges all three attribution models into one comparative view.
User / Team: Row label. Sorted by Closed descending by default.
Closed: Count of tickets where the user/team was the assignee at the moment of the Resolved transition. Cancelled tickets are not counted here.
Effort (h): Sum of active hours owned (excludes Submitted, Waiting on Customer, and terminal states).
Assignments: Total count of assignment events received by the user/team in the period.
Close Ratio: (Closed ÷ Assignments) × 100. Low ratio suggests tasks are frequently reassigned away before resolution.
Med TTR: Median Time‑to‑Resolve across the tickets closed by this user/team.
CSAT: Average CSAT score for tickets closed by this user/team that received a response.
Smart Insight Callout: A callout surfaces the most notable individual signal, typically a user with an outlier combination of metrics that suggests a coaching opportunity (e.g., low Close Ratio + high Assignments).
E. Tags Tab
Displays a proportional horizontal bar chart of ticket volume broken down by active tag groups. It adapts to the global Tag filter:
All tags selected: Shows all sub‑tags grouped under their parent category headers.
Parent category selected: Shows only that parent's sub‑tags.
Specific sub‑tag selected: Highlights the selected sub‑tag in the brand accent color for context. Uses the same custom colors configured in your global tag library.
2. Tasks Reports Dashboard
Because Tasks are lightweight, personally owned, and manually assigned, their dashboard drops the complex multi‑tab SLA environment in favor of a clean, single‑page metrics view.
Global Filters
The Task filter bar uses five chips, uniquely adding Team and User as global filters, since tasks do not span multiple teams. Filters include a time filter, per team, per user, task type, and tags.
Overview
Four key performance markers are tracked:
Open: Snapshot of current open tasks.
Completed: Count of tasks moved to Resolved within the selected period.
Overdue: Snapshot count of open tasks where the due date is in the past (displayed in red).
On‑Time Rate: (On‑time completions ÷ Completed) × 100. On‑time = resolved before or on the due date. Tasks without a due date are excluded.
Key Task Insights
Tasks Over Time: A line chart plotting Created vs. Completed volume grouped per day, week, or month.
Created Tasks by Type: A horizontal bar breakdown of tasks created in the date range, grouped by task type. Useful for identifying volume spikes in specific categories.
Status Distribution: A donut chart of currently‑open tasks across the 5 standard task statuses (`Submitted`, `In Progress`, `Waiting on Customer`, `Resolved`, `Cancelled`). This chart is not affected by the time range you choose from the top filter bar.
Aging of Open Tasks: A horizontal bar chart bucketing current open tasks by age since creation (`0–1d`, `2–3d`, `4–7d`, `1–2w`, `>2w`). This chart is not affected by the time range you choose from the top filter bar.
Due‑Date Adherence: A horizontal breakdown dividing current open items into Overdue (red), Due today (orange), Due this week (blue), Later (grey), and No due date (light grey). This chart is not affected by the time range you choose from the top filter bar.
Performance
Performance tab contains the following charts:
Tasks Per User (with Lens + Group‑By): A horizontal bar breakdown with two controls:
Lens: First Assigned (original responsibility), Currently Assigned (snapshot), or Completed (terminal attribution).
Group‑By: User or Team.
Current Open Assignments: A standalone horizontal bar chart showing open tasks by current assignee. Group‑by toggle switches between User and Team. Independent of the date range.
Effort by User (or Team): A horizontal bar chart of active owned time (hours) per user/team within the date range, excluding Waiting on Customer and terminal time. Group‑by toggle switches between User and Team.
User Productivity Matrix: A comparative table listing individual users or teams with five primary attribution columns:
First Assigned: Count of tasks assigned at creation.
Completed: Count of tasks moved to Resolved by this user/team during the selected period.
Avg. Complete: Average calendar time from creation to resolution.
On‑Time: On‑time completion percentage. Color‑coded: green ≥90%, yellow 86–89%, red <86%.
Overdue: Snapshot of currently‑open tasks assigned to this user/team that have passed their due date.
The Pass‑Through Pattern – A Smart Insight callout highlights divergence between First Assigned and Completed. This uncovers cases where tasks were assigned to an agent at creation but consistently re‑delegated to someone else before terminal resolution.
3. Incidents Reports Dashboard
Incidents manage widespread, systemic outages. The Incident dashboard measures impact size and recovery speed rather than high workload volume.
Global Filters
The Incident dashboard uses four global filters (Incident Type, Date Range, Tag). It drops Team, User, and Severity filter chips from the global bar to maintain a direct focus on core recovery metrics.
Overview
This high-level section shows the following charts:
Incidents
The incidents chart includes the following data:
Open: Snapshot of currently‑open incidents.
Resolved: Count of incidents transitioned to Resolved within the date range.
Contacts Affected: Sum of distinct linked contacts across incidents in the date range. Displays in thousands (e.g., "12.4k") when ≥1,000.
Median Resolution: Median time from creation to Resolved transition, respecting reopen pause/resume logic.
Note: the four metrics provide a comparison to the previous period, but only if you explicitly toggle the “vs previous” option from the time filter.
Incidents over time
This chart presents the number of incidents, stacked by severity, during the time range you chose. You can group them by day, week, or month. This chart excludes currently open incidents.
Incidents by severity
This chart presents the number of incidents created during the time range, grouped by severity. You can group them by severity or type.
SLA
SLA Reports mirrors the SLA structure from the Tickets dashboard with a critical addition: a per‑panel severity filter that lets admins drill into SLA performance per severity tier.
These panels track:
Active SLA State Distribution: open incidents grouped by SLA state. This chart is not affected by the time range from your top filters; it presents current data.
Final SLA Status Over Time: Incidents resolved in each bucket, split by whether they met their SLA target, missed it, or had none. Note that reopened incidents only count once they’re finally resolved. This chart can be grouped by week, day, or month, and you can choose to show all severities or specific states.
Customer impact by severity: this chart shows distinct customers linked to incidents at each severity, based on the incident’s creation date. Customers linked to several incidents at the same severity are counted once.
Median resolution by severity: The middle time taken to resolve incidents at each severity.
Effort
This is a horizontal bar chart of active owned time (hours) per team/user. Group‑by toggle allows switching between Team and User views. It follows the date range. Only the part of the work inside the range counts.
Tags
This chart shows incidents carrying each tag, per bucket. An incident with several tags is counted under each of them.
General Note: any chart with a "Now" label doesn't change according to the date range you select in the global filters.
